Call Center Customer Relationship Management (CRM) 3

Question 1

Which CRM capability helps a call center identify its most profitable customers for priority routing?

Accepted Answer

Customer segmentation and value scoring

Answer

Segmentation and value scoring rank customers so high-value callers can be routed to priority queues or senior agents.

Question 2

What does a 360-degree customer view in a CRM mean?

Accepted Answer

A single consolidated view of all the customer's interactions, purchases, and preferences

Answer

A 360-degree view consolidates every touchpoint—calls, emails, orders, complaints—into one complete customer profile.

Question 3

A customer emailed yesterday and calls today about the same issue. The agent can see the email in the CRM. This cross-channel visibility is called what?

Accepted Answer

Omnichannel integration

Answer

Omnichannel integration unifies phone, email, chat, and social interactions into one continuous conversation record.

Question 4

Which action would most likely violate data privacy regulations like GDPR when using a CRM?

Accepted Answer

Sharing a customer's personal data with an unauthorized third party

Answer

Disclosing personal data to unauthorized parties breaches privacy regulations that govern CRM data use.

Question 5

An analytical CRM would be used primarily for which task?

Accepted Answer

Mining interaction data to spot churn risk trends

Answer

Analytical CRM analyzes accumulated customer data to reveal patterns such as churn risk or buying trends.

Call Center Practice Test

Call Center Practice Test

Call Center Customer Relationship Management (CRM) 3